Cloud Support Engineer

As a Cloud Support Engineer, you'll play a key role in delivering a high-quality support experience to our customers. You'll take ownership of escalated incidents and technical issues, working across Microsoft and cloud-based environments to diagnose, troubleshoot and resolve problems in line with agreed SLAs.

You'll work closely with colleagues across Service Desk, 3rd Line and Engineering teams, contributing to service improvement, problem management and knowledge sharing.

What You'll Be Doing

• Proactively managing incidents, service requests and events across multiple cloud environments
• Providing first-class technical support to customers with varying levels of technical knowledge
• Taking ownership of escalated issues and seeing them through to resolution
• Monitoring cloud platforms, identifying issues and recommending improvements
• Participating in problem management, including root cause analysis
• Implementing solutions to recurring issues to prevent repeat incidents
• Maintaining and contributing to internal knowledge bases and technical documentation
• Liaising with third-party suppliers where required
• Escalating complex issues to 3rd Line or Engineering teams with clear handovers
• Participating in an on-call rota to support critical out-of-hours incidents
• Ensuring systems remain highly available and performance is optimised
• Consistently role-modelling Node4's ESaaS & L4 behaviours

• Experience with virtualisation technologies (e.g. VMware vSphere, Azure)
• Strong Microsoft 365 administration skills (Entra ID, Exchange Online, Intune, etc.)
• Good working knowledge of Windows Server troubleshooting
• Experience supporting backup solutions (e.g. Veeam, Commvault)
• Experience with enterprise monitoring and alerting platforms
• A proven track record of delivering high-quality end-user support in Microsoft environments
• Strong written and verbal communication skills
• Ability to prioritise, multitask and manage time effectively
• High attention to detail and a right-first-time mindset
• A proactive, analytical and customer-focused approach
• Understanding of ITIL principles

How Success Is Measured

• Effective and timely resolution of support tickets
• Customer satisfaction (CSAT) scores
• Accurate time and activity logging

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you., Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.